By challenge › AI readiness
AI that answers your contact centre's routine questions, and hands the rest to your team.AI that answers your contact centre's routine questions, and hands the rest to your team.
MAIA starts on the questions customers ask most, on the channels you choose, and passes anyone who is upset or vulnerable to an adviser with the whole conversation in front of them.
MAIA starts on the questions customers ask most, on the channels you choose, and passes anyone who is upset or vulnerable to an adviser with the whole conversation in front of them.
MAIA starts on the questions customers ask most, on the channels you choose, and passes anyone who is upset or vulnerable to an adviser with the whole conversation in front of them.
Know which conversations AI should take before it goes on a channel.Know which conversations AI should take before it goes on a channel.
A readiness review maps what customers contact you about, where your answers live and who signs off the risk, and MAIA starts only on topics it can answer from your own policies.
A readiness review maps what customers contact you about, where your answers live and who signs off the risk, and MAIA starts only on topics it can answer from your own policies.
A readiness review maps what customers contact you about, where your answers live and who signs off the risk, and MAIA starts only on topics it can answer from your own policies.
Answers in one place
Answers in one place
The policies MAIA answers from are agreed and kept in one source.
The policies MAIA answers from are agreed and kept in one source.
A named owner for AI
A named owner for AI
One person across IT and customer service signs off what MAIA covers.
One person across IT and customer service signs off what MAIA covers.
The contacts AI should take
The contacts AI should take
Real contact reasons show which questions are routine enough for AI.
Real contact reasons show which questions are routine enough for AI.
MAIA widens one topic at a time, once each one is working.MAIA widens one topic at a time, once each one is working.
The first topics are the routine, high-volume questions AI handles well, and anything sensitive stays with your people from day one.
The first topics are the routine, high-volume questions AI handles well, and anything sensitive stays with your people from day one.
The first topics are the routine, high-volume questions AI handles well, and anything sensitive stays with your people from day one.
Each sensitive conversation goes where your rules send it, with the history attached.
Each sensitive conversation goes where your rules send it, with the history attached.
Each sensitive conversation goes where your rules send it, with the history attached.
MAIA reads every conversation as it happens and follows the rules you set, so struggling customers, complaints, sensitive account changes and payments reach the right team.
MAIA reads every conversation as it happens and follows the rules you set, so struggling customers, complaints, sensitive account changes and payments reach the right team.
MAIA reads every conversation as it happens and follows the rules you set, so struggling customers, complaints, sensitive account changes and payments reach the right team.
Results and certifications behind every MAIA rollout.Results and certifications behind every MAIA rollout.
10x
10x
10x
more successful customer outcomes at Vertu Motors
more successful customer outcomes at Vertu Motors
One of the UK’s largest dealer groups, running its contact centre on Ciptex.
One of the UK’s largest dealer groups, running its contact centre on Ciptex.
See which of your contacts MAIA could answer.
See which of your contacts MAIA could answer.
Twilio AI Certified
Twilio AI Certified
Built and supported by people certified on Twilio’s AI.
Built and supported by people certified on Twilio’s AI.
Twilio Gold Partner
Twilio Gold Partner
Gold partner since 2021.
Gold partner since 2021.
30+ RACE plugins
30+ RACE plugins
Handover, queue and reporting tools ready to switch on.
Handover, queue and reporting tools ready to switch on.
How MAIA handles wrong answers and stays compliant.How MAIA handles wrong answers and stays compliant.
What happens when MAIA gets something wrong, and who decides which topics it covers.
What happens when MAIA gets something wrong, and who decides which topics it covers.
What happens when MAIA gets something wrong, and who decides which topics it covers.
MAIA only answers the topics it has been set up and tested on, from your own policies. Anything outside that, anything sensitive and anything it isn't sure about goes to a person with the full conversation, so the customer never has to start again.
No. Customers can ask for a person at any point, and MAIA hands over the moment it spots frustration, a complaint or signs someone is struggling.
Usually not. MAIA connects to the CRM and tools you already use, and anything that needs to change is named in the review before work starts.
Conversations are recorded and searchable, vulnerability is flagged and shared with every team, and card payments go through Ciptex Pay, which is PCI DSS 4.0 compliant, so agents never see or hear card details.
Most teams start with a small set of routine questions on one or two channels, prove it works, then widen it. Sprint gets two channels live from day one.
MAIA only answers the topics it has been set up and tested on, from your own policies. Anything outside that, anything sensitive and anything it isn't sure about goes to a person with the full conversation, so the customer never has to start again.
No. Customers can ask for a person at any point, and MAIA hands over the moment it spots frustration, a complaint or signs someone is struggling.
Usually not. MAIA connects to the CRM and tools you already use, and anything that needs to change is named in the review before work starts.
Conversations are recorded and searchable, vulnerability is flagged and shared with every team, and card payments go through Ciptex Pay, which is PCI DSS 4.0 compliant, so agents never see or hear card details.
Most teams start with a small set of routine questions on one or two channels, prove it works, then widen it. Sprint gets two channels live from day one.
Outcomes from contact centres running Ciptex today.Outcomes from contact centres running Ciptex today.
One customer history in front of 6,000 employees, at the contact centre and in the showrooms.
Vertu Motors' showrooms and contact centre now share one customer record, so website visits, emails and calls are in front of whoever picks up next.
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